Workforce Analyst

Job Description


It's an exciting time to be at Infoblox. Named a Top 25 Cyber Security Company by The Software Report and one of Inc. magazine's Best Workplaces for 2020, we are leading the way to next-level DDI with our Secure Cloud-Managed Network Services, bringing next-level security, reliability, and automation to cloud and hybrid systems-all managed through a single pane of glass.Our success depends on bright, energetic, talented people who share a passion for building the next generation of networking technologies-and having fun along the way.
We are looking for a Workforce Analyst (OFF Role) to join our Support Operation team in Trivandrum, reporting to Senior Director, Technical Support. In this role, you will be an instrumental part of the Support Operations team while driving excellence and effectiveness in our reporting, dashboards, data visualization, and analytics. This individual will need to possess a high level of critical thinking and a strong background in prioritizing reporting requests and analysis. In this role, you will be working with the SFDCAdministratorsanddevelopersto implement newbusiness processes across multiple platforms.
You're the ideal candidate if you have a successful track record of leading creative, strategic sales or customer support operations initiatives and thrive in an environment where you have the freedom to experiment and continuously test new ideas.
What you'll do:
  • Develop, define, and drive adoption of policies and processes across our partner support cycle (end to end)
  • Maintain and ensure field compliance of support policies, procedures, and rules of engagement related to all aspects of Partner Support Operations
  • Identify the process inefficiencies and streamline or automate them
  • Perform data analysis around support case process
  • Assist sales leadership with presentation content for quarterly reviews, executive updates, and organizational meetings
  • Identify bottlenecks related to data and processes and build solutions and implement solutions to achieve productivity improvements, using your technical and analytical expertise
  • Drive towards simple, scalable solutions to solve day-to-day problems, be highly organized, and be able to communicate results, both written and verbally, in a clear and easy-to-understand way
  • Conduct analysis to identify areas for process optimization and work with Customer Support to implement
  • Work on problems of moderate to complex scope where analysis of situations or data requires a review of a variety of factors
  • Responsible for data validation, enhancement, and clean up

What you'll bring
  • 1-3 years of experience in Customer Support and Business Analysis role.
  • Experienced in successful KPI design, dashboard reporting, analytics, modelling and trend analysis to manage a business and to drive insight to accelerate information-to-action at scale
  • Excellent analytical, reasoning, and problem-solving skills
  • Excellent communication, presentation, and interpersonal skills
  • Experience with Salesforce, Tableau and MS Office Suite of applications
  • Forward-thinking and highly collaborative with a balance of creative and analytical skills
  • Demonstrate mastery of analyzing complex business problems
  • Strong intellectual curiosity and capabilities, always get the job done, but asks 'how can we do it better'
  • A deep passion for driving operational excellence
  • Excellent time management skills with the ability to prioritize effectively in a dynamic environment

What success looks like:
  • Fully onboarded as Workforce Analyst
  • Understand the existing processes from lead to cash and being knowledgeable on how these processes are getting executed upon in our system and tools
  • Drive existing cadence to success
  • Drive towards simple, scalable solutions to day-to-day problems, be highly organized, communicate results, both written and verbally, in a clear and easy-to-understand way
  • Have oversight on when with who to collaborate in the Global Support Operations team

After a year,you will…
  • Identify bottlenecks related to data and processes and build/ implement solutions to achieve productivity improvements, using your technical and analytical expertise
  • Collaborate with cross-departmental teams to effectively drive projects to success: sales entry/exit criteria, process risk mitigation, documentation and enablement, timelines, etc
  • Perform data analysis around the sales process, programs, and GTM
  • Operationalizing (automation, delivery) performance KPIs and building scorecards/dashboards

Why Infoblox
We've created a culture that embraces and rewards innovation, curiosity, and creativity. We achieve remarkable results by working together in a supportive environment that focuses on continuous learning and embraces change. So, whether you're a software engineer, marketing manager, customer care pro, or product specialist, you belong here, where you will have the opportunity to grow and develop your career. Check out . We think you'll be excited to join our team.

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